by joiejenkins
New Member

Deleted account

Hi, 

 

So I just topped up my balance from an older sim-card.

Tried to purchase an add on, did not work. 

Read the topic about hibernation and now is my question:

 

If my number is disconnected, how can I still top up?

That shouldn't really be allowed, because now I lost money

to a number that supposedly doesn't exist anymore.

 

Thanks.

1 SOLUTION

Accepted Solutions
by Profile closed
Not applicable
Solution

Re: Deleted account

Hello @joiejenkins if a SIM has entered the hibernation process and has been deactivated it will not get a signal when put in a phone and should not be recognised by the EE system anymore.

If you can get a signal on the phone and you are able to access this link from the phones data (not WiFi) connection:

http://add-on.ee.co.uk

Your SIM should still be active and usable. Are you able to buy one using the purchase tab from the above link? Or try sending the code ADD DATA to 150 and see if you can buy one that way. If not please call customer service on 150 from your EE phone or 07953 966 250 from any other who can access the account and look into this for you.

General information on EE PAYG hibernation can be found using this link. :):

https://community.ee.co.uk/t5/Pay-as-you-go/Pay-as-you-go-Hibernation-Information-on-EE/td-p/392179
1 REPLY 1
by Profile closed
Not applicable
Solution

Re: Deleted account

Hello @joiejenkins if a SIM has entered the hibernation process and has been deactivated it will not get a signal when put in a phone and should not be recognised by the EE system anymore.

If you can get a signal on the phone and you are able to access this link from the phones data (not WiFi) connection:

http://add-on.ee.co.uk

Your SIM should still be active and usable. Are you able to buy one using the purchase tab from the above link? Or try sending the code ADD DATA to 150 and see if you can buy one that way. If not please call customer service on 150 from your EE phone or 07953 966 250 from any other who can access the account and look into this for you.

General information on EE PAYG hibernation can be found using this link. :):

https://community.ee.co.uk/t5/Pay-as-you-go/Pay-as-you-go-Hibernation-Information-on-EE/td-p/392179

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